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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15-19% | - Think and work holistically - Progress iteratively with feedback - Collaborate and promote visibility - Start where you are - Keep it simple and practical - Optimize and automate - Focus on value |
| Topic 2: ITIL Service Management Framework | 2-4% | - ITIL guiding principles - The four dimensions of service management - ITIL service value system (SVS) |
| Topic 3: The Four Dimensions of Service Management | 13-17% | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
| Topic 4: Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
| Topic 5: ITIL Practices | 34-38% | - Technical management practices - General management practices - Service management practices |
| Topic 6: ITIL Service Value System | 13-17% | - Inputs, outputs, and activities of the service value chain - The service value chain - Interaction between the service value chain and the guiding principles |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Why do many digital service providers aim to reduce or eliminate service actions?
- A. To comply with financial and regulatory policies
- B. To ensure every service interaction is handled manually for better control
- C. To streamline operations and increase consistency by relying more on automation
- D. To strengthen direct personal engagement between users and support staff
Correct Answer: C 🗳️
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How does ITIL describe the way the Guiding Principles should be applied together?
- A. They replace the need for governance and management practices
- B. They should be used collectively and balanced based on the situation
- C. They should be applied one at a time in a fixed sequence
- D. They should be applied independent of each other
Correct Answer: B 🗳️
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What is the MAIN purpose of using feedback throughout improvement iterations?
- A. To ensure that improvement actions remain relevant and effective in changing circumstances
- B. To avoid changes in project priorities during implementation
- C. To confirm that all stakeholder opinions are in agreement
- D. To prevent the need for further adjustments once work has started
Correct Answer: A 🗳️
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An organization wants to evaluate how well the 'transition' value chain activity is performing.
Which metric would best support this evaluation?
- A. Success rate of releases deployed into the live environment
- B. Number of ideas generated for new services
- C. Average cost per service request
- D. Percentage of value streams mapped
Correct Answer: A 🗳️
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Which is the purpose of the 'transition' activity?
- A. To ensure continual alignment of product roadmap with needs of service consumers
- B. To create prototypes and specifications for products and services
- C. To seamlessly introduce new products into operational environment
- D. To develop, integrate and test digital products
Correct Answer: C 🗳️
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